Connie Yan

Experience

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  Telstra Wholesale

  Nov 2010 - Apr 2011

  Provisioning consultant

  Objectives:• Provisioned requests from Australian Telecommunication Service Providers other than Telstra Retail such as: new connections, number redirections, change of lessee, service modifying, faxstream, exchange number reservations, line hunt, fault webforms, billing adjustments. • Data entry with a strict focus on accuracy and efficiency due to high work load.• Prioritized workload/work types/documents based on customer priority. • Understood company legal knowledge (customer confidentiality & privacy) Show less

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  Telstra

  Mar 2011 - now

  Supported the design and implementation of organisation and operating model changes within the company. Most recently this involved the successful independent entity setup of Amplitel (previously Telstra/InfraCo's Tower operations) for investment. Other key accountabilities include:• Drive business improvement initiatives, including problem definition and solution design and implementation across the company• Design and implement business improvement and transformation projects• Aim to maximise revenue generation and/ cost reduction through the above key accountabilities Show less • Coordination and Delivery of the Telstra and NBN Program of the HDA and FTTx technologies• Developed and delivered reporting measures and processes for various facets of the QLD construction program • Influenced the decision making and collaboration between peers, people leaders and external representatives utilizing quantifiable measures and data• Drive delivery partner compliance in quality construction delivery of the NBN network• De-block issues for end-to-end delivery of SAM completion• Create, track and manage land access, construction and complaint escalations • Facilitate Program meetings between relevant internal and external stakeholders, including upper management• Manage downstream complaints nationally across all multi-technology Integrated Master Agreement (MIMA) Delivery Partners in accordance with the NBN Migration Plan and adhering to contractual obligations• Developed an end-to-end complaints management process flow • Developed national COVID-19 impacted site reporting and delivered quantifiable issue reporting and improvements• Manage and maintain satisfactory client (NBN) and Delivery Partner relationships• Adhere to and ensure compliance of contractual obligations and HSE standards• Issue and change management utilizing root cause analysis• Support the Program manager through collection and consolidation of reporting, develop program timelines, and deliver program recovery strategies Show less • Delivered and actively participated in a business transition of onshore operations to an offshore industry partner center (TCS – Mumbai Oct and Dec 2013)• Delivered and actively participated in a business transition of onshore operations to Newcastle and Sydney industry partners (Cyient September and October 2016)• Created and delivered training material• Certification and consolidation of new onboarded staff (created and conducted soft and hard skill assessments)• Influence and managed project direction, change management and timeline/project plan alterations utilizing quantifiable performance tracking and data• Conducted quality audits on consultant performance to track and improve processes and compliance• Gatekeeping of complaints and escalation• Escalation call manager• Developed training material and process documents for the compliance of Telstra Universal Service Obligation (USO), Customer Service Guarantee (CSG) and financial/commercial risk complaints• Customer complaints and relationship management• High level and high-volume data analysis• Manage business and consumer customer compensation claims• Relationship management between Telstra, the Industry partner, Telecommunications Industry Ombudsman and NBN. Show less

  • Transformation Specialist

    Dec 2020 - now

  • Business Specialist - NBN Delivery

    Oct 2016 - Dec 2020

  • Process Support Subject Matter Expert

    Oct 2013 - Oct 2016

  • Customer Relations Specialist

    Apr 2012 - Oct 2013

  • Business case manager

    Mar 2011 - Apr 2012
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  Telstra InfraCo

  Jan 2023 - now

  Strategic Execution Senior Specialist

  • Developing operational performance improvement and business optimisation strategies for InfraCo and providing input on decisions about future investment.• Lead and deliver strategic programs of work that drive value creation for the InfraCo business • Preparing materials to drive senior engagement and draw out insights to achieve Telstra's strategic objectives.• Providing strategic guidance and structured thinking in relation to business initiatives, challenges, and opportunities across InfraCo.• Providing strategic guidance and structured thinking in relation to business improvement initiatives, challenges, and opportunities across InfraCo including applying a shareholder value lens Show less